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Booking.com: The unexpected scoring system

Author

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  • Mellinas, Juan Pedro
  • Martínez María-Dolores, Soledad-María
  • Bernal García, Juan Jesús

Abstract

Academic researchers in the hospitality industry found in Booking.com an excellent source of information, as it collects millions of hotel reviews in a rapid, inexpensive and convenient manner. They proposed that Booking.com uses a scoring system with a traditional scale of 0–10 or 1–10. However, they are mistaken, as it actually uses a 2.5–10 scale. This error may cause statistical inaccuracies when using this database for research. It also helps to inflate scores to the higher end of the scale.

Suggested Citation

  • Mellinas, Juan Pedro & Martínez María-Dolores, Soledad-María & Bernal García, Juan Jesús, 2015. "Booking.com: The unexpected scoring system," Tourism Management, Elsevier, vol. 49(C), pages 72-74.
    • Handle: RePEc:eee:touman:v:49:y:2015:i:c:p:72-74
    DOI: 10.1016/j.tourman.2014.08.019
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    References listed on IDEAS

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    1. Chaves, Marcirio Silveira & Gomes, Rodrigo & Pedron, Cristiane, 2012. "Analysing reviews in the Web 2.0: Small and medium hotels in Portugal," Tourism Management, Elsevier, vol. 33(5), pages 1286-1287.
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    Cited by:

    1. Manuel Rodríguez-Díaz & Raquel Alonso-González & Crina Isabel Rodríguez-Voltes & Ana Cristina Rodríguez-Voltes, 2019. "A Rating of the Online Reputation Balance in Lodgings," Administrative Sciences, MDPI, vol. 9(3), pages 1-18, August.
    2. Eva Martin-Fuentes & Sara Mostafa-Shaalan & Juan Pedro Mellinas, 2021. "Accessibility in Inclusive Tourism? Hotels Distributed through Online Channels," Societies, MDPI, vol. 11(2), pages 1-12, April.
    3. Manuel Rodríguez-Díaz & Rosa Rodríguez-Díaz & Ana Cristina Rodríguez-Voltes & Crina Isabel Rodríguez-Voltes, 2018. "Analysing the Relationship between Price and Online Reputation by Lodging Category," Sustainability, MDPI, vol. 10(12), pages 1-16, November.
    4. Ioana-Nicoleta Abrudan & Ciprian-Marcel Pop & Paul-Sorin Lazăr, 2020. "Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
    5. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    6. Nicolau, Juan Luis & Mellinas, Juan Pedro & Martín-Fuentes, Eva, 2020. "The halo effect: A longitudinal approach," Annals of Tourism Research, Elsevier, vol. 83(C).
    7. Mellinas, Juan Pedro & Nicolau, Juan Luis, 2020. "Let's hook up fast! Hotel reviews and Wi-Fi flaws," Annals of Tourism Research, Elsevier, vol. 80(C).
    8. Manuel Rodríguez-Díaz & Crina Isabel Rodríguez-Voltes & Ana Cristina Rodríguez-Voltes, 2019. "Determining the Relationships between Price and Online Reputation in Lodgings," Administrative Sciences, MDPI, vol. 9(3), pages 1-27, July.
    9. Xu, Xun & Lee, Chieh, 2020. "Utilizing the platform economy effect through EWOM: Does the platform matter?," International Journal of Production Economics, Elsevier, vol. 227(C).
    10. Mellinas, Juan Pedro & Martínez María-Dolores, Soledad-María & Bernal García, Juan Jesús, 2016. "Effects of the Booking.com scoring system," Tourism Management, Elsevier, vol. 57(C), pages 80-83.
    11. Mellinas, Juan Pedro & Nicolau, Juan Luis, 2019. "Asymmetric effects of WiFi on overall satisfaction," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
    12. Pulina, Manuela & Santoni , Valentina, 2018. "Hotel online pricing policy: A review and a regional case study," INVESTIGACIONES REGIONALES - Journal of REGIONAL RESEARCH, Asociación Española de Ciencia Regional, issue 42, pages 93-111.
    13. Marcello M. Mariani & Michela Matarazzo, 2021. "Does cultural distance affect online review ratings? Measuring international customers’ satisfaction with services leveraging digital platforms and big data," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 25(4), pages 1057-1078, December.
    14. Manuel Rodríguez-Díaz & Rosa Rodríguez-Díaz & Ana Cristina Rodríguez-Voltes & Crina Isabel Rodríguez-Voltes, 2017. "A Model of Market Positioning of Destinations Based on Online Customer Reviews of Lodgings," Sustainability, MDPI, vol. 10(1), pages 1-20, December.
    15. Gelashvili, Vera & Martínez-Navalón, Juan Gabriel & DeMatos, Nelson & de Brito Correia, Marisol, 2024. "Technological transformation: The importance of E-WOM and perceived privacy in the context of opinion platforms," Technological Forecasting and Social Change, Elsevier, vol. 205(C).

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    Keywords

    Booking.com; Scores; Reviews; Scale;
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